Delayed and Disheartened
I invested in the company in round 2 but I’ve started to regret it. I was delighted when I heard a phone was going to be released as I’ve been waiting to buy a new one for years. The phone (1) looked amazing when it first appeared. I decided I’d use my investor pre-order code and jump in line.
I’m from Australia so I stayed up to watch the launch at 2am. At 3am on 13th July (Aus time) I purchased the white 8/256GB phone (1). I thought to myself, “this could be a big risk. It’s a new phone from a new company and there’s a lot of hype but I trust them.” I received the email confirmation that my payment had been accepted. This was a big deal for me, I haven’t had a new phone in 6 years - just 2nd hand ones. I waited eagerly to see when my phone would come.
A week passed and I didn’t receive any updates. I emailed the support centre on Sunday and received no response. I sent another email and also sent questions to the Nothing support Twitter account - no response. I started reading and replying to other people’s experiences on Twitter, outlining the poor community support which I had similarly received. It was only then I received a reply via Twitter DM. They asked what my support ticket was and I told them.
The customer support person responded “Unfortunately, due to the high volume of orders the shipping has been delayed. Your order is schedule to be shipped by the end of this month. As soon as your order is on its way, you will receive automated updates which will include a tracking link to follow your replacement to its destination.”
I replied on Twitter, thanking them for the response and looked forward to more updates.
It is now 3 weeks since I paid for the phone. I still have no tracking number. I’ve heard no further explanation for the delay and no knowing of when my phone will be shipped to me. Others in Australia ordered the exact same model and received within the week. I’m sure there are many in the same situation as myself, who are still waiting and watching others get their phones or retailers sell their desired model in person.
The takeaway for Investors who’ve had a similar experience is - Nothing doesn’t care about them. It was only when I made a fuss in a public online forum that the support team acted upon my request. Even still they’ve failed to deliver.
If this is how the company wants to treat its community, that’s fine! But don’t preach inclusion and engagement and completely ignore us or palm us off with an excuse. I thought Nothing was different from the rest of the market, but it seems they’re not. I feel like I’ve wasted my money and my time investing in a company that takes its investors for granted, especially when it stated that this was the priority from the start.
Communicate better - we’re still waiting.
